Customer Service
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Customer Service
Job Mode: 1-year contract
Industry: Insurance
Salary: up to 4,500
About the role
We are looking for an experienced and service-oriented professional to join our Customer Experience team. This role will be responsible for delivering quality support across multiple customer engagement channels, including face-to-face interactions, front desk operations, and digital communication platforms. The successful candidate will play an important role in ensuring customers receive prompt and accurate assistance on insurance-related enquiries and policy servicing matters, while contributing to a seamless and positive customer journey.
Key responsibilities
Provide professional assistance to customers on policy-related enquiries, transactions, and servicing requests.
Deliver personalized support through walk-in interactions, telephone calls, email correspondence, and digital communication channels.
Manage and resolve customer concerns effectively, including handling more complex service issues and escalations.
Guide customers on required documentation, application procedures, and policy servicing processes.
Maintain a customer-first approach while ensuring service standards and response timelines are consistently achieved.
Manage daily reception activities and serve as the first point of contact for visitors and policyholders.
Respond to customer enquiries received through WhatsApp and other approved digital servicing channels.
Assist customers with a broad range of General Insurance products, including Motor, Travel, Home, Personal Accident, Maid, and related insurance plans.
Support servicing requirements for Life Insurance policies, including premium-related enquiries, policy alterations, beneficiary updates, reinstatements, withdrawals, and maturity requests.
Liaise with internal departments and business partners to facilitate timely case resolution and service fulfilment.
About you
Diploma or Degree in any discipline.
At least 3 years of experience in customer service, customer operations, contact centre, reception, or insurance servicing functions.
Prior exposure to Life Insurance and/or General Insurance servicing environments will be advantageous.
Strong communication and relationship management skills with the ability to engage customers confidently.
Proven ability to handle service recovery situations and resolve customer concerns effectively.
Comfortable managing both in-person and digital customer interactions.
Well-organized with the ability to prioritize multiple tasks in a dynamic environment.
Proficient in Microsoft Office applications.
Positive team player with a strong commitment to delivering exceptional customer experiences.
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